Customer Success Manager

Auralis; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Auralis in Bangalore is seeking a Customer Success professional to own post-sales relationships for a book of US/EU/India customers. You will drive onboarding, adoption, renewals and expansion, and partner with product to turn feedback into requests.

This role requires clear communication across time zones and a calm, structured approach to problem solving. Key responsibilities include running onboarding for new customers, conducting quarterly business reviews, managing escalations, and ensuring

Qualifications

• 3 to 5 years in Customer Success, Account Management or Implementation at a B2B SaaS company.
• Has managed international (US/EU) customers from India, including running QBRs and handling escalations across time zones.
• Has owned renewal and/or expansion targets and can show retention numbers.
• Hands-on with a technical product: comfortable configuring workflows, reading integration logs at a basic level, and explaining AI behaviour to non-technical stakeholders.

Responsibilities

• Run onboarding and go-live for new customers and pilots: kickoff, knowledge/workflow ingestion, agent configuration review, launch, and the first 30/60/90-day reviews.
• Own a book of accounts across US, Europe and India; run monthly/quarterly business reviews with defined outcome metrics.
• Drive adoption: identify low-usage accounts early, run enablement, and remove blockers with engineering.
• Own renewals and identify expansion (new channels, new departments, new agents). Hand qualified expansion to sales or close it yourself where appropriate.
• Manage escalations calmly and close the loop; maintain health scores in the CRM.
• Turn customer feedback into structured product requests and help shape the CS playbook.

Skills

Customer Success

Account Management

Implementation

English communication

Cross-timezone collaboration

Tools

CRM

Workflow configuration

Job description

The role

You own the post-sale relationship for a book of Auralis customers and pilots: onboarding, adoption, value realisation, renewal and expansion. In an agentic-AI product, “success” is measurable: deflection rate, resolution rate, CSAT, agent-handle-time. You will own those numbers with the customer. You are also the voice of the customer back into product.

What you will do

• Run onboarding and go-live for new customers and pilots: kickoff, knowledge/workflow ingestion, agent configuration review, launch, and the first 30/60/90-day reviews.
• Own a book of accounts across US, Europe and India; run monthly/quarterly business reviews with defined outcome metrics.
• Drive adoption: identify low-usage accounts early, run enablement, and remove blockers with engineering.
• Own renewals and identify expansion (new channels, new departments, new agents). Hand qualified expansion to sales or close it yourself where appropriate.
• Manage escalations calmly and close the loop; maintain health scores in the CRM.
• Turn customer feedback into structured product requests and help shape the CS playbook.

Minimum requirements

• 3 to 5 years in Customer Success, Account Management or Implementation at a B2B SaaS company.
• Has managed international (US/EU) customers from India, including running QBRs and handling escalations across time zones.
• Has owned renewal and/or expansion targets and can show retention numbers.
• Hands-on with a technical product: comfortable configuring workflows, reading integration logs at a basic level, and explaining AI behaviour to non-technical stakeholders.
• Excellent written and spoken English; structured, calm communicator.
• Bangalore-based or willing to relocate; in-office.

Strong preference

• Customer Success in conversational AI, chatbots, CX/support platforms or contact-centre software (Yellow.ai, Haptik, Verloop, Freshworks, Kapture, Sprinklr, Zendesk/Intercom partner ecosystem), or a US-market-first Indian SaaS startup.
• Has run onboarding/implementation for AI or automation products where the customer’s data quality drives outcomes.
• Experience with usage-based or outcome-based contracts.

Eligibility

• Legally eligible to work in India; no visa sponsorship for this role.
• Available for US-morning / EU-afternoon customer calls 2 to 3 days a week.
• Occasional international travel possible but not required.
• Notice period ≤ 60 days preferred; buyout available.